Position:  Aftersales & Support Manager

Location: Bradford, West Yorkshire

Salary:  £40-45K + benefits

Job Description

Nicholas Associates has an exciting opportunity for an Aftersales & Support Manager. This key role is accountable for managing all aftersales operations. You will be working with both the Sales and Operations teams to ensure high levels of customer satisfaction whilst also meeting business targets.

The role requires strong leadership, excellent communication skills, and a commitment to delivering exceptional service to our customers. 

Key Responsibilities:

• Be primary point of contact for all Return Material Authorisation (RMA) activity
• Develop and maintain strong relationships with customers
• Manage warranty claims and ensure issues are resolved promptly and professionally
• Manage all support and service contracts to enhance recurring revenue and customer retention
• Control inventory including customer owned stock and returned materials
• Responsibility for achieving high performance against business objectives and service standards
• Execution of all RMA administration in line with company operating procedures
• Prepare regular reports on aftersales activities, customer satisfaction and service performance
• Monitor and analyse aftersales performance metrics to identify areas for improvement
• Management and continuous improvement of aftersales policies and procedures

Skills & Experience:

• Experience within returns management, account management, supply chain or logistics
• Detail-oriented and organised with strong multitasking abilities
• Excellent communication and interpersonal skills
• Strong organisational and administrative capabilities
• Strong project, planning and time management skills.
• Influencing skills and ability to work across different levels of a business
• Proficiency in Microsoft Office programs
• Logical, proactive, and solution-focused approach

Benefits Package:

• Salary sacrifice-led pension plan that matches employee contributions up to 7%.
• Employee Stock Purchase Plan.
• Free life assurance cover at the value of four times basic annual salary.
• Salary sacrifice Electric & Hybrid Vehicle car scheme
• 25 days holiday per annum, plus bank holidays.
• Holiday purchase scheme which enables employees to purchase an additional week’s worth of annual leave each year.
• Company funded medical cash plan which allows eligible members to offset the cost of routine medical treatments.
• Internal reward and recognition scheme linked to internal benefits platform.
• Employee Assistance Programme. 
• Comprehensive wellbeing programme that supports employees with their physical, mental and financial health, as well as their cultural/environmental wellbeing.
• Competitive employee discounts platform that provides employees with discounts with leading brands/retailers.
• Cycle to Work scheme.
• Enhanced family-friendly benefits and policies.
• Company sick pay. 
• Equality, Diversity & Inclusion Committee that supports and champions employee diversity.
• Local discounts & offers (e.g. gym)